Director, Client Services

Clear Star

. Own client services delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening service lines .

Posted 11/2/2026full-timeRemote • United StatesLead💰 $90,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing client services delivery, ensuring adherence to service standards, and leading teams in a compliance-driven environment. Proficient in utilizing ticketing platforms like Zendesk and contact center solutions such as uJET to enhance client experience and operational efficiency.

Highest-signal resume keywords

Client Services Delivery ManagementZendesk Ticketing Platform ExperienceKey Account Relationship ManagementFCRA Compliance FamiliarityKPI Tracking and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Services ManagementService Level Agreements (SLAs)KPI TrackingRoot Cause AnalysisEscalation ProceduresPerformance Standards DevelopmentBackground ScreeningDrug ScreeningOccupational Health ServicesPBSA Accreditation Familiarity

Soft Skills

LeadershipCoachingCross-Functional CollaborationExcellent Communication SkillsProblem-Solving

Tools & Technologies

ZendeskUJETTicketing PlatformsReporting ToolsClient Feedback Analysis Tools

Industry Keywords

Background ScreeningDrug TestingCompliance-Driven ServicesClient Experience ImprovementService Delivery Standards

About the role

Key responsibilities & impact

Own client services delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening service lines
Ensure service delivery meets turnaround-time, accuracy, and quality benchmarks
Establish service standards, escalation procedures, and support playbooks
Own staffing plans and shift/coverage scheduling for phone and ticket support
Lead, hire, coach, and develop Tier 1 and Tier 2 support staff, team leads, and managers
Establish performance standards, career development paths, KPIs, and a high-accountability client-focused culture
Oversee Zendesk ticket queue management, SLAs, resolution quality, and escalations
Oversee uJET phone support, including call volume, wait times, and service levels
Serve as senior escalation point for complex client issues, compliance questions, and SLA breaches
Manage strategic and key account relationships and conduct regular business reviews
Ensure escalations are resolved professionally and documented, with root cause analysis driving improvement
Partner with Compliance and Legal regarding FCRA and other applicable regulations
Advocate for client experience improvements with Operations
Collaborate with Customer Success on onboarding and ongoing support transitions
Partner with Product to surface systemic client pain points for roadmap decisions
Track and report KPIs including ticket resolution times, call metrics, CSAT/NPS, order accuracy, and retention/churn
Analyze client feedback, ticket trends, and call data to drive process improvements and efficiency gains
Maintain reporting cadences for service performance and client health
Document services and FAQs for consistent, accurate client responses

Requirements

What you’ll need

7+ years of progressive client services or customer service experience
At least 3 years in a director-level or senior management role
Experience managing support operations across ticketing platforms such as Zendesk and contact center platforms such as uJET
Ability to lead, develop, and hold accountable teams at multiple levels
Experience tracking and acting on service KPIs such as CSAT/NPS and retention
Experience managing key account relationships and serving as a senior escalation resource for complex client issues
Familiarity with FCRA and compliance considerations applicable to background screening and drug testing client communications
Excellent written and verbal communication skills
Strong cross-functional collaboration skills
Experience in background screening, drug screening, occupational health, or a closely adjacent compliance-driven services environment preferred
Experience building or overhauling client service playbooks, escalation frameworks, and staffing/scheduling models preferred
Familiarity with PBSA accreditation standards preferred
Bachelor’s degree in Business, Operations, or a related field, or equivalent experience
Reliable, secure high-speed internet connection; cable or fiber, with minimum 75 Mbps download / 10 Mbps upload preferred
Dedicated, noise- and distraction-free home office space
Valid physical address; PO Boxes not supported
Ability and desire to communicate and collaborate via chat and webcam
H-1B Visa Sponsorship is not available
Candidate must be located in one of the listed eligible U.S. states

Benefits

Comp & perks

Paid healthcare and life insurance premiums
Low-cost dental and vision insurance
Company-paid basic life insurance
Company-paid Short-Term Disability policy
Employee assistance program
401(k) matching up to 4%
Time off
9 company paid holidays
2 additional days of paid time off for volunteer activities
Learning and development opportunities
Employee Referral Program eligibility